Director of Customer Experience

hace 7 días

Barcelona, Barcelona, España Casa Of San Mateo County A tiempo completo

Unlock human potential through learning with Preply, the world's leading live language platform. We match over 50,000 tutors teaching 50+ languages to learners in 180 countries.

Our Preply tutors personalize and scale the learning experience with AI technology and best-in-class proprietary learning tools, delivering progress, engagement, and motivation to our global community of learners.

We're seeking a highly motivated and customer-obsessed Director of Customer Experience who will oversee and lead our support strategy, managing a large, global team and implementing scalable processes to optimize the customer experience.

This leader will be responsible for ensuring operational excellence across multiple touch points, collaborating closely with cross-functional teams to deliver top-tier customer service that aligns with our company's growth and principles.

As a Director of Customer Experience, your focus will be on:

Strategic Leadership & Vision:

Develop and execute a comprehensive customer support strategy that supports the overall business objectives, with a focus on bot and chat support as the primary communication channels.

Scale customer support operations to accommodate rapid growth while maintaining a high level of customer satisfaction and efficiency.

Operational Excellence, Tooling and Automation:

Oversee day-to-day operations of the customer support team, ensuring SLAs and KPIs are consistently met or exceeded, with a strong emphasis on real-time chat responsiveness.

Implement effective quality assurance processes to ensure all customer interactions align with brand standards and deliver high-quality experiences.

Team Development & Management:

Recruit, train, and mentor a diverse and talented global customer support team, ensuring that team members are equipped to handle customer inquiries with empathy, efficiency, and expertise.

Foster a culture of continuous improvement, customer focus, and professional development within the team.

Customer Experience Optimization:

Collaborate cross-functionally with Product, Engineering, Marketing, and Supply teams to surface key insights from chat support that can help improve product functionality, user experience, and operational processes.

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